The history of customer service backs to 1876. Alexander Graham Bell patents the electric telephone, allowing customer service to advance. Customers could avoid having to travel long distances for product information or repairs if they used the telephone.
The electromechanical automatic telephone exchange was invented by Almon Strowger in 1888. As a result, by 1894, customers could contact businesses directly to make requests gather information, place orders, schedule deliveries, or file complaints. For more than fifty years, until the second half of the twentieth century, this was the standard method of customer service around the world.
The internet was made available to the entire world in the early 1990s, allowing customers to interact with businesses through this new channel. By 1996, the internet and instant messaging had enabled businesses to communicate with customers via e-mail and one-on-one chat, bypassing the IVR and traditional operators as a middleman. E-mail and Live Chat Support introduced in 1996.
What is Customer Service
Customer Service means the act of providing assistance to both potential and existing customers. Customer service representatives typically respond to customer inquiries via phone, email, chat, and social media interactions and they may also be in charge of creating documentation for self-service support.
Key customer service skills
While providing consistently good customer service necessitates collaboration and alignment across your entire organization, your support team is a good place to start. It’s critical to hire people who genuinely want to help your customers succeed, as well as to pay skilled professionals competitive rates. Here are some customer service skills that every support professional should strive to master and that every manager should look for when hiring new team members.
Customer service representatives must deal the customers patiently. They should be supportive to their customer. Customers who contact support face problems, so they contact. Customers will feel more confident in your ability to solve their problems if you listen to them and treat them with patience.
For a variety of reasons, the ability to truly listen to customers is critical to providing excellent service. Not only should you pay attention to individual customers’ experiences, but you should also be aware of and attentive to the feedback you receive as a whole.
A good customer service representative can relate to anyone, but they’re especially good with irritated customers. Rather than taking things personally, they intuitively understand where the other person is coming from and know how to prioritize and communicate that empathy quickly.
The ability to clearly communicate
Your customer service team acts as a two-pronged bullhorn for the product and is on the front lines of problem-solving. On the one hand, they’ll be the face of your business to your clients. That means they must have a strong understanding of how to break down complex ideas into easily digestible terms.
Customers do not always correctly self-diagnose their problems. Often, the support representative must take the initiative to reproduce the issue before navigating a solution. That means they must figure out not only what went wrong, but also what action the customer was looking for. Is this a good example? When someone writes in to say they’re having trouble resetting their password, it’s because they want to log into their account.
Ability to communicate positively
In order to provide effective customer service, you must be able to make minor changes to your conversational patterns. Persuasion relies heavily on language, and people (especially customers) form impressions of you and your company based on the language you use.
What is Customer Experience?
Customer experience refers to your customers’ overall impressions of their interactions with your company or brand.
It is either from navigating the website to speaking with customer service to receiving the product or service. Customers purchased from you, this all is the customer experience. Everything you do has an impact on your customers’ perceptions and their decision to return or not, so providing a positive customer experience is critical to your success.
Good customer experience
There is no single universal checklist to follow to ensure a positive customer experience: your company, like your customers, is unique. However, after polling 2000 customer experience, professionals from various industries. This polling discovered a number of common principles to good customer experience. It includes some of the most important points that generate a good customer experience:-
- Carefully listen to your customer.
- Use customer feedback to get more understanding of customer satisfaction.
- Regular system to satisfy the customers who send feedback.
- Solve the problems within a time period.
- Go some extra mile.
- Act positively while interacting with the customer.
Customer Service means the act of providing assistance to both potential and existing customers. The representatives typically respond to customer inquiries via phone, email, chat, and social media interactions. On the other hand, customer experience refers to your customers’ overall impressions of their interactions with your company or brand. There is no single universal checklist to follow to ensure a positive customer experience. A customer service team must have the ability to clearly communicate and problem-solving capabilities. In order to provide effective customer service, you must be able to make minor changes to your conversational patterns.